Barcelona, Catalonia, Spain
Multilingual pharmacist (Portuguese, English, and Spanish) with over 10 years of experience in the pharmaceutical and medical device industries, currently transitioning into Clinical Research through postgraduate studies in Clinical Trials Monitoring and Management (CESIF, Spain). Experienced in regulatory compliance, quality systems, and documentation management, with a strong record of ensuring adherence to procedures and GxP standards. Skilled in analyzing data, managing technical and medical information, and supporting cross-functional teams in fast-paced, regulated environments. Now focused on applying this foundation to Clinical Operations and Trial Coordination, aiming to grow as an Aspiring Clinical Trial Assistant (CTA) / Clinical Research Associate (CRA). Passionate about contributing to the ethical and efficient execution of clinical trials that improve patient outcomes and scientific innovation. I’m always interested in hearing from former colleagues, managers, or just interesting professionals, so feel free to contact me if you’d like to connect. ✉ [email protected]
-Reviewed and analyzed user-generated content across major social media platforms to ensure compliance with client and community guidelines. -Monitored posts, videos, and comments for policy violations, sensitive content, and potential risks to user safety. -Applied internal policies and moderation tools to maintain platform integrity and uphold brand standards. -Assessed complex cases, making escalation decisions in accordance with established procedures. -Maintained high levels of accuracy and productivity in a fast-paced, high-volume environment. -Collaborated with team leads and quality analysts to enhance moderation practices and drive continuous improvement.
-Delivered timely and effective troubleshooting and technical support via email and video calls to ensure customer satisfaction. -Supported corporate clients in implementing Google’s cloud computing, productivity, and collaboration tools. -Utilized internal databases and documentation to provide accurate and efficient technical solutions. -Managed support cases end-to-end, ensuring proper tracking, resolution, and follow-up within established SLAs. -Reproduced customer issues, identified root causes, and qualified critical incidents. -Applied root cause analysis and problem-solving skills to diagnose and resolve complex technical challenges. -Escalated unresolved cases to appropriate internal teams with clear documentation and context.
-Triaged and responded to medical and technical product inquiries from healthcare professionals and patients. -Identified potential adverse events and product quality complaints; generated initial reports in compliance with company policies and client SOPs. -Critically evaluated medical literature to develop accurate, evidence-based information for healthcare professionals. -Ensured compliance with local Regulatory Authority requirements for post-marketing adverse event reporting. -Assessed the depth and type of information needed during interactions to provide accurate responses. -Prepared adverse event and product complaint narratives, and customized responses to medical inquiries. -Coordinated processes for addressing quality-related complaints. -Translated documents between English and target language, delivering responses via phone or in writing.
-Supported international customers, field service, and representatives via phone and email, addressing product complaints and inquiries across Europe, the Middle East, and Africa. -Managed customer inquiries end-to-end: analyzed complaints, diagnosed causes, provided troubleshooting, educated users, and followed up as needed. -Delivered first-level troubleshooting to end-users, distributors, and commercial teams, ensuring compliance with medical device and diagnostics post-market regulations. -Acted as liaison between customers, field force, and global divisions, providing sustainable solutions for complex support cases. -Provided first-level troubleshooting for Covid-19 diagnostic tests. Resolved complaints and inquiries within key performance indicators for individuals, team, and company. Identified and implemented process improvements to enhance customer experience. -Delivered training to internal and external customers and supported cross-functional organizational goals. Achievements: -Supported new product launches and technical changeovers, ensuring smooth customer transitions. -Monitored processes and service quality, contributing to continuous improvement. Increased first-call resolution rate from 50% to 85% within 4 months. -Joined Quality Assurance team, applying technical support expertise to eliminate backlog caused by the pandemic. -Participated in Customer Complaint Investigations: determined scope, analyzed data, and drafted conclusions. -Reviewed and corrected product inserts (PI) for Portuguese, suggesting improvements. -Resolved 90% of Level 1 technical support cases without escalation to Level 2. -Optimized deviation investigation process, reducing resolution time from 30 to 10 days.